Richard Kaban · Aug 6, 2026 ยท 11:59 PM
Outbound · 01:07 · Planner: Susan Bender · +19177713461
“you left me a voicemail wanting to know if the globus deposit is refundable”
Follow up with Richard and Arlene via phone call (not voicemail) to confirm they received the deposit information and to address any remaining concerns about nonrefundable policies before they commit. Clarify whether they are still interested in proceeding with the Globus tour.
Full analysis
What happened
Richard and Arlene left a voicemail asking whether the Globus tour deposit is refundable. Agent Susan Bender called back to answer directly: the deposit is nonrefundable per Globus policy ($250 per person for the tour, $300 per person if adding air, plus nonrefundable travel protection). The agent confirmed she had covered all points and invited further questions via voicemail callback. No live conversation occurred; the customer's concern was addressed unilaterally.
Emotional read
The customer was not present on the call; this was a voicemail response. The agent's tone was informative but clipped, delivering policy information in a rapid, procedural manner without warmth or reassurance.
How customer sees Pavlus
- neutral · customer proactively contacted Pavlus to clarify deposit terms, suggesting they are considering booking
Process friction
- customer had to leave a voicemail to get a simple policy question answered, rather than having it clarified during initial booking consultation
Customer behaviors
asking for clarification on tour operator policies before committingreaching out after hours or asynchronously via voicemail
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | deposit refundabilitytour pricingair add-on coststravel protection |
|---|---|
| Cruise lines | Globus |
| Objections | concerned that globus deposit is nonrefundable |
Analyzed 2026-08-07 00:05:14 by claude-haiku-4-5-20251001. Confidence 0.60.
Transcript (696 chars)
Customer: Please leave your message for 917-771-3461. Agent (Susan Bender): Hi, hi Richard and Arlene you left me a voicemail wanting to know if the globus deposit is refundable. It is not globe, that's globus policy. So once you pay deposit it is nonrefundable and their deposit is $250 per person just for the tour. If you take air with globus then that's another $300 per person. Agent (Susan Bender): Non-refundable air deposit and then of course, if you take their travel protection that is nonrefundable also. Okay, let me know if you have any other questions. I think I got it all here, but if I missed anything, let me know and I hope you too or having a nice evening. Take care, bye-bye.